McFall Recruitment Limited provided pay range
This range is provided by McFall Recruitment Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
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Specialist Head Hunter - Change, Digital, Design & IT at McFall Recruitment Limited
We’re Hiring: Customer Support Leader (B2B Focus | Fintech) - Perm - Edinburgh
Are you an experienced customer support leader ready to drive real strategic change? We’re looking for someone who can elevate our B2B service model — moving beyond tactical support to deliver outcome-based, customer-first solutions.
In this senior role, you’ll lead a talented team to deliver an exceptional customer experience, embed data and insights into everything we do, and build a scalable support function that drives business growth.
You'll work closely with our Head of Operations and Servicing, and Head of Customer, playing a key part in shaping our future service strategy and exceeding industry standards.
What you’ll be doing:
Own the end-to-end customer outcomes for your team, ensuring service targets are exceeded
Transform workflows and drive operational improvements to boost customer satisfaction
Shift the mindset from reactive to proactive, embedding outcome-led support practices
Enhance customer communications for our diverse B2B customer base
Own and refine customer service processes and controls, ensuring continual improvement
Build insightful reports from customer data, presenting trends and recommendations to senior leadership
Act as a key escalation point, collaborating across Operations, Product and Engineering
This role is for you if you have:
Extensive leadership experience within Customer Support, ideally in a B2B or fintech environment
Deep industry knowledge, particularly around SIPP, ISA, and GIA wrappers
Strong technical expertise — you’re comfortable operating in an API-led, tech-driven setting
A proven track record of building, mentoring, and leading high-performing teams
Excellent communication skills across technical and non-technical audiences
A data-driven mindset with strong analytical abilities
Hands-on problem-solving skills and a passion for continuous improvement
Experience presenting to senior stakeholders and influencing strategic decisions
What’s in it for you:
Salary between £50,000–£70,000, depending on experience (reviewed annually)
A generous benefits package focused on what really matters to our people
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Investment Management, Financial Services, and Investment Banking
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